Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/10/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a set of tires for my project Range Rover from their shop on **** when I saw the price drop on 10/4/2024. I towed my rover to the shop since the tires on it were a road hazard from sitting for 20 years, and they removed the tires to prep the wheels for the new tires. I sent a few messages about the delivery of my tires, only receiving a response on 10/10/24 about the tire price being wrong and that theyre cancelling my order and refunding my money. I am now out of a tow, the installation cost that was prepaid via **** services (working on a refund for that,) and now tires. I never question **** prices since thats where I go to get good deals. This is completely unethical and damaging.

  Business Response

  Date: 10/14/2024

  A pricing error occurred 3 **** orders. This gentleman had one of the orders affected. Due to the pricing error, we reserved the right to cancel and refund the customer. While we understand he does not like that outcome, the fact of the matter is an error was made that we corrected within minutes of it happening. We have the right to cancel and refund any order we wish to. The customer having tires removed only to not have a set in hand ready to install is just not an industry practice. No tire shop I know would dismount tires without having new ones to install. The customer is stating that he is out Money (tow and install costs) These cost will be incurred anyway in order for his tires to be installed and to get his Range Rover back on the road. Thus he is not out any money.  I realize that the customer is looking for the unrealistic deal he was presented, but we will not be shipping this order out. He has been refunded. We have been is this business for 25 years and ship 1000's of orders out monthly. This was an honest mistake that we owned up to. The customer has not been damaged by this occurrence. We can offer him a rock bottom price on the order, but not at the incorrect price.

   

   

• Initial Complaint

  Date:08/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Walmart website they have a set of 4 pirelli scorpion winter tires for 180.00 I received one tire told walmart.com but it is still up on there website.

  Business Response

  Date: 08/08/2023

  *******,

  We certainly want to help you with your concerns but we could not find a Walmart order in the name of "******* ******". We searched by your City and State and address and could not find a Walmart order that matched in any way.

  We have had no emails or Walmart communications with the name of "******* ******" referenced.

  Please let us know the Walmart Order #, the customer's name on the order and the date of the order.

  As soon as we receive this information, we can investigate your inquiry further.

  Just to let you know, we do not list multiple tires on Walmart as "Set of 4". Our multiple tire listings state (Qty: 4).

  Looking forward to receiving the order information as requested above.

  Thank you,

  *****

  Best Wheels Online

  Customer Service Manager

  Customer Answer

  Date: 08/10/2023

  I don't have a physical receipt. I ordered them offline.

  Business Response

  Date: 08/11/2023

  Thank you for your Walmart Order #.

  I have done a search on all of our Walmart orders for this order # and, as you can see, we have never received this order from Walmart.

  The copy you submitted of the Walmart order looks like it was ordered on Walmart.com through Walmart directly.  Walmart.com will list various

  sellers for items and Walmart themselves is many times listed as a seller.

  If you still happen to have the FedEx or UPS label that was on the tire, please forward it.  I might be able to look at it and help

  determine exactly who shipped you the tire.

  If all else fails, please contact Walmart Customer Care directly.  Give them your order # and explain that the AD says "Set of 4" but you only

  received (1) tire. Let them know they need to contact the "owner" of the AD to delete "Set of 4" if it is really only for (1) tire.

  I believe if you go back to the AD and scroll down, somewhere on the left (I believe) should be a box that says something like "Report this AD".

  You can describe the problem to Walmart on there also.

  I'm sorry I couldn't be of more help but hopefully this info will get Walmart to take action on this AD listing.

  *****

  Best Wheels Online

  Customer Service Manager

• Initial Complaint

  Date:06/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased tired from Walmart 3/27/23 who in turn got them from a third party called bestwheelsonline. I asked for a cancellation as the price was drastically different from the ones listed by Walmart ($250 increase). Bestwheelsonline said they already sent them (not even 24hours) but I could return them. When I inquired how to return I never heard from them again. 20 unanswered emails & 35 unanswered calls over a 45 day period later I found out through Walmart that Bestwheelsonline had fed ex bring the tires back via refused delivery and had them back in their possession since April 17th according to the fed ex deliver number. So it’s now 6/7/2023 and I have no product and no refund. This company has history on Facebook and in other reviews of doing the same thing to many other people, including another person in these BBB reviews. I don’t expect anything from this as I will proceed to take them to court at this point as it’s been 60 days and I won’t wait any longer, filing on 6/9/23, I just want everyone else to know who they are. I do expect the court to reward full amount as they did not abide by their own rules, furthermore I intend to add in my hourly rate for the time I have spent on this, as well as court costs, as well as other fees. Why they want to pay out about $1000 instead of refund the $557 is beyond me, but all their emails promising the refund will put me in a good position, emails are binding contracts, so thanks for those.

  Business Response

  Date: 06/26/2023

  ******,
  I have typed up a draft of my response several times and it just keeps getting longer and longer as I am trying to address all of your issues.  It has taken several of us many hours and research to see what happened here.  I am going to just send this off with just highlights and our conclusion.
  -We received a notice from the Better Business Bureau regarding consumer ****** Ford
    Extensive research concluded we had no customer by the name of ****** Ford
  -I do remember communications with many customers regarding Walmart’s practice of
    accepting an order with multiple quantities for which Walmart themselves could not fill
    the entire order and would send the remaining items to any other seller on Walmart.com.
    Walmart’s price and another seller’s price could vary so the customer would see 2 charges.
    One charge would be Walmart’s advertised price that the customer placed the order and
    the other charge would any other seller’s price that Walmart sent the order to. The prices 
    could vary.  This is very upsetting to the customers as well as to us. This is definitely a practice  
    that we believe Walmart should not be doing.  Sellers do not know that Walmart has done this
     until the customer calls the seller with a complaint about the pricing difference.  I have 
    advised many customers to contact Walmart and complain about this practice but it 
     continues.
  -Orders can be processed and submitted within minutes of receipt so if you had requested
     your order to be cancelled “not even 24 hours” later, it was indeed most probably already
     loaded into a carrier trailer.
  -Yes, orders can be returned as long as the tire or wheel has not been mounted, driven on or
    damaged and all the original packing material and original box and/or manufacturer’s label is
    still on the tire/wheel.
  -Walmart customers can return their items to their local store to be returned to us.
  -We have checked all of our email records and I believe I found 2 emails from you that
    were responded to.  You can refuse the delivery and have FedEx/UPS return the order to us
    or you can take your order to your local Walmart store and they will return it for you. The  
   other email was you requesting that we price match what Walmart was charging you, which
    we could not do, and you were not happy with that answer. Again, we do not condone or 
    agree with Walmart’s practice of switching sellers to a customer but you could always refuse
    the delivery or return it at your local Walmart store.
  -We never found 20 emails from you. Walmart’s email/messaging system leaves much to be desired. Customers are constantly telling us they never received the email we sent to them and we have not received replies from customers as well.
  -All employees checked their call logs (incoming and outgoing) and we never received a call from you.  Our call logs also note incoming calls where the customer does not wait for the call to be answered. All lines have voice mail and all calls are recorded.
  -You stated that Walmart told you that we “had FedEx bring the tires back via refused delivery”.
    That is not something we would do – the customer would do that.  Much much later on in our investigation we found that the tires were actually delivered to you on March 28th at 9:51am
  and left at your front door. We were able to obtain the FedEx Proof of Delivery.
  -You had sent attachments to your inquiry that included a return in process for the company OnlineTires.com.  Perhaps this is who you had been calling 35 times or sent 20 unanswered emails to?  We are not OnlineTires.com. 
  -You had sent an abbreviated screen shot(?) of an email from myself (although I am not familiar with the format) where I am asking the reason for the return and your answer was “Absolutely”
  -There is another abbreviated screen shot(?) dated Apr 11th where you state I agreed to cancel/refund your order 14 days prior which is the date that the tires were delivered to you.
  We wouldn’t issue a refund until the tires had been returned to us, inspected and then we would request Walmart to issue your refund.
  -There is an abbreviated screen shot (?) of an email or chat with Walmart Customer Care that said they would send your information to their “Manual Refund Team for this delivery that was refused.”  We never received any correspondence from Walmart regarding this. It might be that they did not follow up because they also discovered the tires were delivered to you on March 28th.
  -Lastly, there was what appears to be a VERY small portion of what looks to be delivery information from FedEx with no tracking #.
  ******, no where in your complaint do you have any information on a Walmart Order # or a FedEx tracking #. You also never mention that the order was under someone else’s name.
  It has taken us many, many hours to try and put the pieces of this puzzle together.
  This is what we have found:
  The order was in the name of **** ******.
  The Walmart Order # is ***************. 
  The original FedEx tracking #s are: 
  ************ and ************
  The FedEx proof of delivery does show that FedEx left both tires at your front door on March 28th @ 9:51am
  With this information now in hand, we did some digging on FedEx. It seems that both of these tires were dropped off at the FedEx station in Durham, NC on April 11th and scanned in at 8:31pm using the original tracking #s. (NOTE: April 11th is the date of one of your screen shot(?) emails requesting a refund yet you still had the tires in your possession until that evening??)
  FedEx’s system normally does not allow the reuse of tracking #s once they have been delivered
  so because of this, somewhere in transit, there will be delays or FedEx will have to relabel the tires.  This is exactly what happened-there were package delays and barcode labels replaced. Following the path of the scans we found that FedEx shows the tires delivered April 17th at 11:30am. It was very difficult to get a proof of delivery for a tracking # that had already been delivered on March 28th in NC,  but we were finally able to obtain them.  It did show our delivery address.  Tires/Wheels that are returned to us have a Walmart issued FedEx label and Walmart advises us of the tracking # or we will send the customer one of our own FedEx labels
  of which is assigned to a customer. Either way we track the return of the item, know when it has been delivered and request Walmart issue a refund.
  Since we now know that FedEx delivered these tires to us on April 17th where were they?
  We scoured our returns department for a few days and found your tires!  FedEx had “relabeled” the tires (the above action-barcode labels replaced) but most of the label was gone-most probably just torn off from being hastily attached-but there obviously was enough of the barcode on the label that FedEx’s system could scan them in and deliver them. The tracking #, name and address – anything that could identify who the tires belonged to was gone.  We identified these were your tires only because of the Brand and size and about how long the Returns Department said they has been there.
  So now we can identify that we have received your tires and can request that Walmart issue your refund. (Walmart is directly responsible for all payments and refunds). However, Walmart shows that you have already been refund on June 13, 2023.
  ******, if you would have simply told us the name on the order, the Walmart Order #, that you received them on March 28th and returned them on April 11th with the original FedEx labels we would have been able to resolve this issue so so much quicker! Had you given us this information in April, we would have requested Walmart issue your refund last April.
  As I said in the beginning, it was a puzzle but through hard work, many hours and determination of many dedicated employees we were able to put the pieces together and get
  It solved.
  Patty
  Best Wheels Online
  Customer Service Manager
    
  

  
  

• Initial Complaint

  Date:12/16/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered tractor tires on 11-21-2022. ***** sent them to ********** Post Office instead of ********** Tire that I wrote in special details for delivery. Then ***** said she would buy two tubes from ********** Tire since they did not come with tires. They ordered the tubes and she never talked to them after that and never called me back for over a week. I had already paid for tires and could not get them installed without tubes. I put in a request for a return and she emailed return labels that I could not print(no printer), I didn"t even have the tires or knew where they were. Spoke with ***** the owner and decided to let him make it right. He assured me he was a man of his word and he would do whatever it took to fix the problem. He told me the next day 12-15-2022 that there was four inner tubes on the way that his company couldn't send just two so he would ship me four. Stopped by ********** Tire and arranged a service call to mount tires and Steve at ********** tire called me at work and said they only shipped one tube in sealed box. Called ***** early afternoon on 12-16-2022 couldn't reach him so left a voicemail message. Later on that day finally heard back from *****. I told him I had to pay for service truck to come out and they could not finish the job. ***** ask me if I would basically beg him for a tube to be sent to me. I told him that I thought he should mail me a tube and pay for another service call to install the other tire. They are based out of ****** Ca. and don't want to make this right. I have been trying to get tires for my tractor for a month. Thanks for your help in this matter.

  Business Response

  Date: 12/19/2022

  Mr. **** ordered 2 tires on 11-21-22. Upon verifying this order, and talking to the tire shop the customer supplied address for, we were told by the tire shop, that they get mail to their local Post Office due to packages not consistently being delivered to their physical store location. We then informed the customer that the tire shop had us add the additional address to avoid packages being returned to sender. We were being totally proactive in our approach to get the customer what they ordered in a timely manner. 

  
  

  Regarding the customer complaint that we told him we were going to supply additional items(tubes) in this order is completely false. In fact, all of our listings clearly state that "all items are sold separately" and to "Please ask any questions you may have prior to ordering"

  
  

  Since the customer did not ask about tubes prior to placing his order, he expected tubes to come with the order. That was the wrong assumption.
  

  
  

  We went above and beyond contacting the tire store that he requested these tires be shipped to and asked f they have the tubes that did not come with or implied that they would come with his order for the customer. 

  
  

  The tire shop did not respond back to our request. The customer then put in a request to return his purchased items. At this point, we were no longer pursuing the local tire shop of the customers choice to find the tubes that he needed and sent him return labels. 

  
  

  The customer claims he did not know "where the tires were" which is again a false claim. We know this because the tire shop we spoke to several times, told us they had been in contact with the customer and the customer even asked this tire shop if they could get the tubes for the tires that they had for him waiting at the store. 

  
  

  After speaking with Mr. ****, we again went above and beyond and told him we would ship him tubes, even though we never implied that tubes came with these tires, which he was well aware of to begin with. I shipped a box that contained 4 tubes, only to find out there was 1 when the package arrived. I explained that we would ship another tube, but the customer immediately refused, becoming aggressive and cursing while making unreasonable demands. 

  
  

  The customer then proceeded to make demands that we need to pay for an additional service call to his home to install the 2nd tube. 

  
  

  The first service call was preformed without double checking the items to be installed remotely, which is a standard practice when making on-site installation appointments.

  
  

  I clearly explained to the customer that we would not be paying for a service call and that we sent him tubes out of pure courtesy and not obligation. 

  
  

  The customer statement about "wanting him to beg me" is another false claim. He actually refused me sending another tube and started with his demands and a nasty attitude. 

  
  

  His threats and disrespect to myself and staff will not be tolerated. We have now exercised our right to refuse service this customer.

  
  

  
  

  
  

  Customer Answer

  Date: 12/24/2022

   I am rejecting this response because: Everything he said was totally wrong. ********** tire receives tires at their location everyday not paper mail they get at the post office. ***** said to me that she would send two tubes as a courtesy and all the trouble and confusion I went thru because their website doesn't specify tubes or not, most due on ebay where they were selling from. ***** said they were going to update their site to specify after my problem. I didn't even get the owner  involved till I never heard back from *****. ***** called ********** tire and ordered two tubes for me you can ask the owner of ********** tire to prove it. I never heard back from ***** so I decided to return tires to ebay because they never called me back about the tubes. The owner finally got involved and told me if I would cancel the return with ebay he would ship me four tubes because his system would not allow him to ship two. Best wheels shipped one tube to tire shop with us thinking it was four. I set up service call to install 2 tubes and 2 tractor tires with ********** tire and they came out fridat 12-16-22 opened sealed box and there was only one tube, so I had to pay for a service call and didn't get both tires fixed. Best wheels owner assured me he would make this right and never called or emailed me that they were shipping only one tube. That's why I ask him to pay another service call fee. The owner is totally lying about everything I have proof from the tire people and some texts messages. And he did try to make me beg for the other tube. He said, "If you want the other tube you going to have to ask me nicely to sent it"/ I told him I'm not doing that you do what you think is right. I have a 101 rating on ebay about buying. I sent ebay customer service messages also about stepping in and helping me resolve this matter but when He promised me he would make it right I removed the return request. So he knew how to get ebay uninvovled. Sorry customer service and business. I can prove what I say but I bet he can't. That is a family business so they would lie to cover each other. I'm also a Chrisian and have to answer for my sins.
  
  
  

• Initial Complaint

  Date:09/24/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 4 tires on July 12, I had them installed locally in late August. A week and approximately 20 miles later one had a large bubble in the sidewall. I contacted Best Wheels on Line and they told me I would have to go through the manufacturer (*****). I contacted them and they informed me that I need to go through the dealer and all their dealers are required to warranty the tires. I shared this information with Best Wheels on Line September 8. They said they would look into it. Now they are not responding to my emails.